HospitalInspections.org

Based on interview and record review the facility failed to follow established policy and procedures for prompt resolution of 1 of 1 patient grievance/complaint.

Findings include:

Patient ID #1 complaint shared with LMSW(Licensed Master Social Worker) ID # 58 was not given to the Patient Relations Director ID #55 to provide prompt resolution per the facility policy.

Observation on 3/16/18 at 9:30 am of the Geri-psych program where Patient ID #1 had been a patient. The Unit had 22 patients, (9) of which were Geri-psych, age above 60 or above. The rest consisted of other non-violent patients of various ages from 26 years of age and up. There were 3 Registered Nurse (RN's), 3 Mental Health Techs (MHT) and 1 Director RN, ID #52.

Interview on 3/16/18 at 1:00 pm with Patient Relations/Social Worker for the facility, ID #55. Reported he never received a report, complaint or grievance from the family regarding any concerns during the Patient ID#1 admission. He further stated that if there was any concern reported to the staff it is reported to him per policy. That can occur by e-mail, phone call or verbally. He was shown a progress note written by LMSW, ID #58 and he stated," I never received a report from her". Asked to produce any documentation, showing evidence that he was notiifed, he was not able to do so.

Record review of Case Management note written on 04/26/17 by LMSW (Licensed Master Social Worker) ID # 58 at 16:19 reads:

SSC (Social Service Case Management Note)
Family
SSC was contacted by Patient ID#1 daughter 832-563-4875, daughter and power of attorney for Patient ID#1. She (daughter) informed SSC that she does not feel that her mother is on the right Unit because there are some younger patients on the Unit. SSC informed her that we are a Geriatric Unit, but at times we may receive younger patients. She was also told that if the patients are aggressive hey are transferred to another Unit to protect the safety of the geriatric population.
SSC informed her that her mother is being aggressive toward peers on the Unit. She has been observed trying to hit several patients. SSC informed her (daughter), that she will need to locate an alternative place for her mother if she is unsatisfied with HCPC. SSC also stated that PAtient ID #1 can be discharged to daughters care and she can physically take her mother to the other location.

Record review of policy titled: "Patient Grievance/Concern Management Policy", dated 3/2/2018 reads:

... All HCPC (Harris County Psychiatric Center) employees are required to report grievances to Patient Relations.